Customer Experience Manager

This role is on-site at the property G1 in Glasgow, Monday to Friday 0800-1730 / 0830-1800 hrs

COLLIERS

Colliers is a leading commercial real estate services company, providing a full range of services to real estate customers, developers and investors on a local, national and international basis.

The role of the Customer Experience (CX) manager at G1 is a dynamic and visionary role, working with the G1 property management transformation team, to create a vibrant, dynamic, delivering memorable moments - everyday. CX Manager will have the unique opportunity to build an exciting destination in the heart of Glasgow, with customer experience, community, amenities, and technology at its core.

CORE RESPONSIBILITIES

• Create bespoke CX enhancement plans to drive positive outcomes and customer retention
• Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
• Launch & maintain property social media handles, create and maintain a social media content planner
• Manage and administer the customer services portal and app to drive engagement and adoption by the estate community
• Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data etc.
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans
• Identify opportunities to enhance the customer experiences by being innovative and creative
• Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
• Mapping property customer journeys in order to identify CX enhancement opportunities
• Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the property
• Lead by example and inspire wider onsite teams
• Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
• Follow Beyond: Front of House standard operating procedures and guidelines
• Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
• Ensure property guest management processes are strictly followed
• Deal with complaints and offer prompt resolutions, escalate where necessary
• Ensure all front of house areas including the lounge are always immaculately presented
• Data processing and management of databases, ensuring accurate and timely import of information.
• Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
• Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records
• Firmly abide by Beyond: Front of House dress code and personal presentation policy
• Carry out daily/weekly walk arounds to personally engage with the occupiers
• Ensure you perform your duties to the highest degree of dedication and commitment

KNOWLEDGE

• Excellent knowledge of MS Office and social media platform management
• You demonstrate a keen interest in new technology and adoption strategies
• You have FOH/Events background in the hospitality sector
• You are aware of the property’s financial and business objectives
• You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests and stakeholders
• You possess commercial awareness and awareness of latest customer experience market trends
• You identify new initiatives for enhancing customer experiences
• You will strive to anticipate needs and exceed expectations

SKILLS

• You demonstrate and role model the key behaviours of service excellence.
• You continually go above and beyond the expectation of your team and stakeholders
• You pre-empt the work required ensuring you are always delivering high levels of service
• Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client
• You continuously look to improve the quality of your work and ensure quality control
• You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control
• Possess excellent oral and written communication skills
• Ability to produce detailed building management reports

MINDSET

• You are results and impact focused and go the extra mile to deliver the best CX
• You show reliance, even when under pressure and during challenging times
• You have an excellent change management mindset

Job Type: Full-time

Pay: Up to £32,000.00 per year

Additional pay:

• Yearly bonus

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme

Schedule:

• Monday to Friday

Work Location: In person

Expected start date: 06/01/2025